City of Chicago

The Challenges

The City of Chicago faced challenges with its aging Motorola-based CRM system, which served as the backbone for the 311 System, allowing citizens to report and request city service items. The legacy system was expensive to maintain and overly complex, incurring significant costs in maintenance and updates. Moreover, the system lacked the desired metrics and transparency necessary to meet the expectations of city aldermen and taxpayers.

The Solutions

In collaboration with several Salesforce partners, Omnivo Digital played a pivotal role in the City of Chicago’s digital transformation. They helped Chicago leverage Salesforce as a key technology solution to replace the legacy 311 system and provide comprehensive training to users and administrators on the new platform. Salesforce Service Cloud, Field Service, and Digital Experience Cloud were leveraged to create a state-of-the-art service request and work order management system that unified citizens, dispatchers, and contractors within a single real-time cloud-based platform.

The Results

The implementation of Salesforce Government Cloud, Field Service, and Digital Experience applications brought about significant improvements for the City of Chicago, enhancing citizen engagement, operational efficiency, and transparency.

1. Streamlined Service Requests: With the new 311 portal built on the Salesforce Digital Experience Cloud, citizens gained a user-friendly interface to report and request service issues efficiently. This streamlined process empowered citizens to engage with the city and initiate service requests seamlessly.
2. Efficient Work Order Management: The integration of Field Service Lightning into the Salesforce platform enabled dispatchers to easily route and schedule work orders with city contractors. This automation drastically reduced the time required for work order dispatch and scheduling, decreasing it from an average of 45 minutes per request to just 5-10 minutes.
3. Real-time Analytics and Transparency: City aldermen now had real-time access to analytics data, providing them with insights into the number of service requests fulfilled within specific periods. This transparency allowed aldermen to be more accountable for taxpayer dollars and make data-driven decisions to better serve their constituents.
4. Improved Case Closure Rates: The enhanced system, coupled with streamlined processes, led to a significant improvement in case closure rates. The percentage of closed cases rose from 82% to an impressive 94%, indicating increased efficiency in resolving service requests.

The City of Chicago’s digital transformation with Salesforce and Omnivo Digital showcased the power of leveraging modern technology to improve citizen services and operational effectiveness. By replacing the legacy 311 system with Salesforce Service Cloud, Field Service, and Digital Experience Cloud, Chicago achieved streamlined service request management, efficient work order dispatch and scheduling, real-time analytics, and improved transparency. This success story demonstrates the value of leveraging Salesforce and expert consultancy to drive digital innovation in the public sector, ultimately enhancing citizen satisfaction and optimizing government operations.